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EMS Help Desk Incident Manager

Company: Exeter Government Services
Location: Hampton
Posted on: January 13, 2020

Job Description:

Help Desk/Incident Manager

Exeter is seeking an experienced, Senior-level Help Desk/Incident Manager to be responsible for the successful performance in supporting and operating the U.S. Army s Enterprise Management System (EMS) component of the Army Training Information System (ATIS) (previously known as Distributed Learning System (DLS)). The ATIS, provides the underlying infrastructure to manage and deliver standardized training to Soldiers and other learners. It also provides the Army with a fully automated, seamless, and web-accessible training network.

The ATIS program designs, tests, implements, operates, and sustains an enterprise ATIS that provides a common operational picture of the training environment through integrated, interoperable training development, management, scheduling, and delivery capabilities. ATIS enables Commanders, leaders, Soldiers, and civilians to understand, visualize, describe, direct, lead, and assess training requirements to plan, prepare, execute, and assess training. ATIS also provides the institutional, organizational and self-development Army training domains to manage individual and collective training and education requirements. Work will be performed at the Government s facility located on Joint Base Langley Eustis (JBLE) in Newport News, VA and periodically at the Acquisition Logistics and Technology Enterprise System and Services (ALTESS) data center COOP site in Radford, VA.

The Help Desk manager Qualifications and requirements are:

A strong leader with demonstrated initiative, sound judgment, and ability to work independently and as a team player.

Possess 5 years of general Help Desk experience, 3 years of Help Desk experience supporting an enterprise management system, 3 years of experience using automated incident
management tools.

Manage the reception, categorization, disposition, and resolution of service.

Oversee the management and resolution of incidents.

Be IAT Level II (DoD 8570.01-M) and an IT Level II (AR 25-2) certified.

Complete a T3 personnel security investigation, through the government, with favorable review (no eligibility required).

Experience briefing and interfacing directly with upper-level government leadership.

Superior verbal and written communication skills; ability to clearly articulate complex resource and technical issues to leads, staff, and clients.

Ability to analyze issues and take required corrective actions.

Excellent interpersonal skills, including the ability and willingness to initiate and manage relationships across the customer space.

Preference in hiring will be given to incumbent EMS ATIS program personnel.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Keywords: Exeter Government Services, Hampton , EMS Help Desk Incident Manager, Executive , Hampton, Virginia

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